Optum Recruitment Drive; Hiring Associate Technical Support Analyst II – Apply Now

Associate Technical Support Analyst Jobs in Hyderabad 2025!!!

Optum announced job vacancy for the post of Associate Technical Support Analyst II. The place of posting will be at Hyderabad. Candidates who have completed Graduate with Experience are eligible to apply. More details about qualifications, job description and roles & responsibilities are as follows

Name of the Company	Optum
Required Qualifications	Graduate
Skills	Operating systems (Windows, macOS, Linux)
Category	Technology
Shift	Rotational basis

Under general supervision, a Assoc Tech Supprt Anlyst provides first-tier support to end users with hardware, custom and third-party software applications, networks, telephony systems, AS/400, and application security issues. Documents initial analysis and data gathering of issues. Documents resolution to reported problems. Acts as first point of contact for end users at Service Desk and escalates more complex problems to Level 2 support. Assists end users with issue via remote assistance software.

Θ Positions: Associate Technical Support Analyst II

Θ Job Location: Hyderabad

Θ Salary: As per company Norms

Θ Job Type: Full Time

Θ Requisition ID: 2267978

Required Skills & Qualifications:

• Bachelor’s degree in computer science, information systems or a related field
• 1+ years of experience with Computer Repair / Troubleshooting
• 1+ years of experience in Customer Service
• Ability to work the following schedule: Ready to work in 24*7 Shifts on a Rotational basis

Preferred Qualifications:

• Experience with operating systems (Windows, macOS, Linux)
• Experience with Active Directory and Office 365
• Knowledge of network concepts and configurations
• Familiarity with IT service management frameworks like ITIL
• Basic understanding of cybersecurity principles
• Proficiency in troubleshooting hardware, software, and network issues

Responsibilities:

Work with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner.  Provide technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices. Act as first point of contact to end-users.  Apply general knowledge of hardware, custom and third-party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues.  Work with Help Desk Supervisor in logging all calls in the Help Desk ticketing system. Escalate urgent problems for resolution to Supervisor or Management and documents resolution to reported problems

Utilize knowledge bases and documentation to debug issues. Work with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority, and impact) for the Help Desk. Work with remote end users to analyze issues and provide solutions or escalate issues as determined necessary. Work with end users to set expectations on time to resolve more complex issues and follows up with end users on status of issues

Work with Service Desk team in sharing information on open issues requiring follow up with the technician who has the next shift or Second level.  Perform other duties as assigned by management

Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

 

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